Cloud Support Associate Engineer

hace 3 horas


Caracas, Distrito Federal, Venezuela Canonical A tiempo completo
About Canonical

Canonical is a pioneering technology company at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we are changing the world of software.

Job Summary

We are seeking a highly skilled Cloud Support Associate Engineer to join our team. As a Cloud Support Associate Engineer, you will be responsible for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. You will work closely with our customers to troubleshoot complex cloud environment issues, Linux kernel crashes, and OS configuration issues.

Key Responsibilities
  • Provide technical support for employees via telephone, email, and web
  • Act as an internal customer advocate, keeping them updated in a timely manner
  • Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
  • Draft and distribute technical notices for internal and external communication
  • Prioritize your work in order to accomplish the most important and urgent tasks first
  • Keep on learning as our products and services grow and evolve
Requirements
  • Bachelor's or equivalent four-year degree in a technical field from an accredited college or university
  • Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
  • Experience with Linux server administration
  • Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
  • Knowledge or basic hands-on experience on 2 or more of: Virtualization / Cloud, Containers, Storage technologies, Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
  • Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
  • Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job
  • Strong written and verbal English communication skills
What We Offer
  • Distributed work environment with twice-yearly team sprints in person
  • Personal learning and development budget of USD 2,000 per year
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Maternity and paternity leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues
  • Priority Pass, and travel upgrades for long haul company events


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